Fordway

Desktop as a Service Premium from Fordway

Fordway Desktop as a Service DaaS Premium is architected to meet OFFICIAL/IL2 for Government users to access their corporate desktop from anywhere. DaaS provides shared Remote Desktop Services, persistent Virtual Desktops (VDI), locked down full client PCs or tablets or any required combination of these.

Features

• Managed, personal VDI or hybrid desktop types
• Windows, MacOS, iOS, Linux, ChromeOS and Android devices supported.
• DesktopAV as standard, with optional intrusion detection service (inc SecurePlus).
• Microsoft Office 365 integration
• 24x7 Proactive Incident Management and service availability monitoring
• Optional Multi-Factor Authentication (included in SecurePlus)
• Optional per session user monitoring (included in SecurePlus)
• Optional end user Service Desk and support
• Optional data at rest encryption on managed desktops (included SecurePlus)
• OS and application patching included

Benefits

• Meets the needs of any organisation’s end-user computing (EUC) requirements.
• Fordway can manage the complete project lifecycle, design to migration
• Office365 integration to enable collaboration and communication across multiple devices.
• Highly secure and compliant platform, achieves OFFICIAL security mandates
• Optional connectivity to UK (PSN) and NHS N3/HSCN network
• Optional integration with Fordway’s Identity and Authentication Management Service
• Device OS and application patching service included
• No client software required for Personal/VDI desktop option
• 24x7x365 service availability, manned support and monitoring
• Scales to over 10,000 concurrent desktops

£25 to £75 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Framework

G-Cloud 12

Service ID

858666080720453

Contact

Richard Blanford
01483 528200
tenders@fordway.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: The service runs active/active across two datacentres. There is no requirement for planned downtime of the underpinning service infrastructure, it is available 24x7x365. Due to operating from a fully resilient and virtualised environment there is no requirement for planned downtime of the underpinning IaaS infrastructure, each quarter Fordway reserve the right to invoke a 4 hour maintenance window, a maximum of two of these can be invoked per datacentre in any rolling year.
• System requirements:
  • Connectors for Active Directory, Office365, AWS, Salesforce, all Web services
  • Connectors for LDAP, SAML, WS-Auth, Oath,
  • Data import from multiple authoritative sources
  • Customer OS and application licences required for Gold image
  • End user device not included, can be provided with service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1, 1 hour response 24 x 7; P2, 2 hour response 24 x 7; P3, 2 hour response 12 x 5; P4, 4 hour response 12 x 5
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Fordway DaaS is a fully resilient service which offers 99.95% availability. Fordway provide a standard SLA that details response times which can be tailored to customer needs. Fordway DaaS users receive 24 x 7 support for P1's and major incidents, core support for non critical or service impacting issues is 7.00am to 7.00pm weekdays (UK time)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Fordway have an on-boarding process for this service as it requires detailed configuration information and implementation of interfaces. The on-boarding process will be subject to a project framework in which full testing, pilot and handover will be tasked. This will include training of users and system administrators. Process requirements are detailed in the Service Description.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Fordway have an exit procedure where we work with the customer to exit or migrate away from this service, depending on the configuration of the solution. This exit procedure will include data, performance statistics and service records as described within the contract along with any associated costs. Process requirements are detailed in the Service Description.
• End-of-contract process: Fordway have an exit procedure where we work with the user to exit or migrate away from this service, depending on the configuration of the solution. This exit procedure will include data, performance statistics and service records as described within the contract along with any associated costs. Process requirements are detailed in the Service Description.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None for normal operation and authentication, applications may not appear the same of mobile devices due to screen size, layout and formatting.
• Service interface: No
• API: Yes
• What users can and can't do using the API: Users can not set up the service for themselves or other users, this requires approved customer service administrators with enhanced privileges. Users can change their details and request approvals through the portal plus raise incidents and make service requests.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The customer can specify whichever applications they require to be packaged and deployed into the DaaS service. Access to specific applications by users is controlled and administered by the customer administrators.

Scaling

• Independence of resources: Each client has a dedicated environment with reserved capacity aligned to their organisational requirements and use, plus the ability to access spare capacity for elasticity and meet temporary burst requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics available include:; Minimum and maximum user connections per period; Which authentication connectors are used per user and in total ; Logon timings and audit trail of user activities ; Performance and availability of service; The service is based on an underpinning database that can provide defined usage metrics against information held
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2012
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data on request and in an agreed format depending on their requirements
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Native application file format
  • Export to OneDrive, Dropbox or other hosted file storage
  • Export to portable hard disk
  • AWS S3, AWS File, AWS Glacier
  • Azure Blob storage, Azure Files
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Native application file format
  • Azure Blob storage, Azure files
  • AWS S3, AWS files
  • Portable hard disk
  • OneDrive, Dropbox or other hosted file service

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Disclosed on request
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Disclosed on request

Availability and resilience

• Guaranteed availability: Fordway provide a standard SLA with availability of 99.9% measured annually; 99.8% any quarter. Fordway recompense users with a credit of 2.5% of the monthly service contract value for each working hour the service has not met the SLA up to a maximum of 20% of the monthly service charge
• Approach to resilience: All elements of the service are operated and secured to ISO27001 under Fordway’s existing certification. Fordway DaaS is hosted and runs active/active across our two datacentres on Fordway's PSNSP Accredited PaaS service which meets OFFICIAL classification and has optional additional controls to meet OFFICIAL-SENSITIVE. Public Sector customers can access the service over the PSN; NHS clients over N3/HSCN. Both types of network connectivity are resilient across Fordway’s two datacentres.
• Outage reporting: The service provides service updates which are notified into the client dashboard in their portal and can be configured to send email alerts if desired. If Fordway's optional Cloud Service Management is added to DaaS the customer will have a nominated Customer Service Delivery Manager for incident and request management and notification. The service operates under Fordway's standard SLA and any service outages will be reported as per the SLA which can be tailored to the customer's requirements.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: None
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: 14/03/2019
• What the ISO/IEC 27001 doesn’t cover: Statement of Applicability disclosed on request
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • Cyber Essentials Plus
  • PSN Service Provider (PSN-SP), PSN accredited service
  • Pan Government Accreditation to OFFICIAL/OFFICIAL-SENSITIVE
  • NHS IGSoC for N3/HSCN certification
  • GCLOUD Assured
  • PAS555

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: These are defined and audited as part of Fordway's ISO27001 certification, with regular senior management review. Details and supporting documentation will be made available on request.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Fordway change and configuration process aligns with ITIL v3.0 and ISO27001 and ISO20000
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Fordway's risk management aligns with ISO27001
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Fordway's security incident and event monitoring conforms to ISO27001 and DPA requirements. Any incident will be assessed for risk and prioritised accordingly.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Fordway incident management process complies to ISO27001:2013 and aligns to ITIL best practise and ISO20000. Incident management and reporting is defined within Fordway's standard SLA and tailored to customer requirements.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

• Price: £25 to £75 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trial offered for up to 30 days for maximum 5 users. Customer to provide any necessary application licences on top of included desktop OS licence.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF